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Avocent Adds Web Interface to Service Desk Suite
By: Chris Preimesberger
2009-08-12
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The new LANDesk Service Desk appliance provides a new Web Desk application and enhanced dashboards to enable more proactive service management, so the service desk can quickly resolve incidents, allowing analysts more time to work on resolutions and prevention.IT operations management provider Avocent Aug. 10 issued an upgrade to its
LANDesk Service Desk IT Business Management Suite by adding a Web-based user
interface, among other new features.
The LANDesk Service Desk 7.3 appliance, which sits at the top of a server rack
in the data center, now provides a new Web Desk application and enhanced
dashboards that enable more proactive service management, Avocent said.
In this way, the service desk can resolve incidents more quickly, allowing
analysts more time to work on resolutions and prevention.
Web Desk allows administrators access to LANDesk Service Desk from any
location.
"The new part of the LANDesk portfolio bridges a gap between the endpoint
client management and the IT service management that you tie back to the data
center," Steve Workman, Avocent vice president of product management, told
eWEEK.
"This is a new direction for Avocent in order to help customers solve
higher-level IT business management- or business continuity-type of value
proposition."
Avocent's product line, used in a high number of Fortune 2000 corporations, has
been strictly client/server-oriented.
The new service desk application also includes improved incident
management relating to long-term IT goals and proactive ITIL service management
disciplines, such as problem and change management, Workman said.
Other new features in LANDesk Service Desk 7.3, according to Workman, include:
- Integration with SolarWinds' Orion Network Performance Monitor, a leading
network management product, via the new Event Management functionality that
allows events occurring on the network to be automatically reported to the
service desk.
- Enhancements to query results: Several significant upgrades allow easier and
faster results for users to design and interact with queries, making service
management more efficient.
- Multiple dashboards: Enhanced graphical dashboards enable users to have one
or more dashboards that can be published and administered centrally.
- Calculations on queries and forms: Many new mathematical functions can be
performed, enabling real-time calculations on data on forms, queries and
related processes, as well as "on-demand" calculations.
The LANDesk Service Desk appliance costs $45,000. For more information, go here.
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